PII
The times can we attempt to pass PII with a customer
What is 3 times?
The fee percentage we'll charge when customers send payments with credit card
What is 3% fee?
The QT to use if a customer tries to verify the Cash App Card with Apple Pay and we see the error in Reg Declined (Declined) + Token REJECTED_INTERNALLY
What is Cash App {Card - Apple Pay - Troubleshooting}?
The ways to add funds to Cash App
What is adding cash with a linked debit card or bank account, receiving a direct deposit or bank transfer, depositing a mobile check, depositing paper money at eligible merchants and receiving funds from others?
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If the phone number doesn't match then I can ask for...
What is e-mail address?
If a customer accidentally sends a P2P payment to this account we can escalate to reverse it
What is Cash App's account ($Cashapp)?
These type of operations that are displayed in the Transactions tab in Regulator
What is Cash App Card transactions, merchant refunds, direct deposits, ACH payments, Bitcoin transactions, Investing transactions, OCTs, and AFTs?
The QT to use if a Cash out has the status Customer Chargeback
What is Cash App {Account Balance Withdrawal Failed}?
If the customer is driving and is using Bluetooth...
What is we're still unable to assist them and use Cash App {Customer Driving}?
The QT to use if a customer didn't pass PII
What is Cash App {Voice Only - Unable to Verify PII}?
If someone is blocked, any further attempted payments or requests to the customer will fail and the payment attempt will show as this status
What is Sender/Recipient Reported Abusive?
If the customers reports the Card with this option the card won't be terminated
What is Report Missing?
This feature allows customers to receive funds from an external bank to a Cash App account?
What is Wire Transfers?
The KA to use if a customer contacts us to talk about an account that belongs to someone that is in the hospital
What is Accounts - Power of Attorneys and Deceased Customers?
The tab in Regulator we can use to see the customer's mailing address
What is More > Customer Address?
The required information to escalate to AET for a payment reversal
What is the full legal name of the intended recipient, the cashtag of the intended recipient, the phone number/email address of the intended recipient and why do they believe an error occured with this transaction?
The blocked MCC codes for sponsored accounts
What is 5921, 5967, 5993, 7011, 7273, 7800-7802, 9223, 9754, 3500-3999, 3300-3499?
The steps to follow if the customer's balance was cashed out to an unrecognized debit card
Whats is if the customer has not provided NOE, use Cash App {Missing Debit Card Deposit - Unrecognized Card - NMI}. Once you have received NOE, transfer the case to the Risk ATO queue?
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The type of policy violations we can commit when passing PII
What is P0?
If a customer receives a payment and it instantly goes to their bank account/debit card...
What is Auto Cash Out?
The steps to follow if the customer received a refund to a closed account
What is using the QT Cash App {Card - Need More Info - NMI} to locate the other account and attempt Account access if the IDVs match?
The new terminology to refer to Cash ins and Cash outs
What is Add money and Withdraw?
The type of complaint we need to flag if the customer says "You closed my account for no reason without telling me, this is unfair and a violation of my rights. You need to explain why you did this or get me your manager"
What is Tier 1 Complaint?